Withings Scale and BP Monitor: Troubleshooting and Connection Guide

Please refer to the tables below or  this document for Scope of Support  If a member experiences an issue that requires direct support from the Withings Program team, they can easily open a ticket online. The member should click this link to access the Withings Program Support Center. Once they are on the support page, they simply need to click on the black icon located in the bottom right-hand corner of the screen to open and submit a new ticket. in the event that the member is redirected to Vida the instructions below can be followed. 

Support Resources

• Scale
• BP Monitor
• Connect Assistant App

 Withing Scale Support Matrix

This table categorizes common member issues, their specific symptoms, and the primary support contact responsible for resolution.

Gather the device serial number from the member

The serial number on the scale is located inside the battery compartment behind the batteries.

SCALE:

For the BP monitor, it’s located on the side of the device where the USB socket is located.

BP MONITOR:

 Withing Blood Pressure Monitor Support Matrix

This table details common member issues related to the blood pressure monitor, their specific symptoms, and the primary support team responsible for resolution.

Connect Assistant App

Some troubleshooting scenarios will require the Connect Assistant App. This is a free mobile application (available on iOS and Android) that helps users set up a Withings cellular device with WiFi or Bluetooth connectivity. This method should really only be used as a backup connection for people who reside in areas where cellular coverage isn't strong enough or reliable.

If the next recommended step is to use this app, send members this article for instructions on downloading and using the app.

Reconnection Steps

Tier 1:

• If a member says that a Withings Device (from Vida) is not connected to the app:
  1. Ask member to go to 'Settings '> 'Connect Devices and Apps' > 'Connect with Fitbit, Garmin, Withings or others' and state if there is a green checkmark next to 'Withings'.
  2. If no,
     • escalate to Tier 2.
  3. If yes,
     • Ask the member to log 2-4 weight (for scale) or blood pressure (for bp cuff) measurements in a row.
     • Go to Admin > Metric Points
     • Enter member's UUID or Email Address, press enter
     • Click 'Filter' and change "please-fill-in" to 'Weight' or 'BP' depending on device type, click 'Filter'
     • Verify if any metrics show and the 'Source' - if 'SubSource' shows 'Withings' - let the member know the syncs are coming through and to check journey or the tracker to see their history
     • If no metrics show, ask member to wait up to 24 hours to see metrics, if metrics still do not show after this time has passed, escalate to Tier 2.

Note: Members should not try to reconnect on devices page. Withings devices come pre-connected and can only be reconnected through internal Vida processing.

Withings devices supplied by Vida cannot be connected to the Withings App and can only be connected to Vida. If a member wants to disconnect device, follow steps listed on the device KB.

Tier 2:

• Check if the connection status shows on the Withings Fleet Dash (Link: https://developer.us.withingsmed.com/dashboard/welcome)
• If no connection is shown, add Date, member_uuid, and device support comments, to the (Link: Withings Device reconnection requests) sheet for verified Withings device connection issues only. The rest of the fields will be filled in when the device has been reconnected.
  • Note: This sheet automatically processes reconnection, so never add notes outside of the designated column. If a members device needs to be reconnected multiple times, you will need to add a new line to the sheet each time
• Use Macro: "Withings Devices::Reconnection Request Submitted" to notify the member of the reconnection request and next steps

• If member still has issues after the reconnection attempt has been completed:

1. Step 1: Verify in Device Fleet that the device has successfully reconnected.
2. Step 2: Instruct the member to take a new reading after the device has reconnected. In many cases, members haven’t taken a new reading yet, which is why no data appears.
3. Step 3: If the device is showing as connected in the app, the member confirms a new reading was taken, and still no data is visible in Admin, escalate the issue by creating a bug ticket for Anshuman.

Device Disconnection Process

If a member requests to disconnect a device from the Vida program:

1. Set Expectation: Use Macro: Device Support::Device Disconnection Verification (1/2). Advise the member that Vida-provisioned devices cannot be used with other apps or services after disconnection due to their specific configuration.
2. Process: If the member still wants to proceed, escalate the ticket to Tier 2 for final processing and submit ticket as open.
3. Tier 2: If the member still wants to disconnect, request a disconnection in a [System] Service Request JIRA and send the macro "Device Support::Device Disconnection Request (2/2)".

Escalating to Withings Support

Start an email side conversation on the Zendesk Ticket

Withings Customer Support email: support-healthsolutions@withings.com

Include in the email:

• SUBJECT: Vida Member Support Request - [[MAC ID/SN or Tracking Number]]
• BODY:
  • Serial number of the device
  • Summary of the issue, including any error messages
  • Full list of all troubleshooting steps already completed, along with the results of any step
  • Permitted PII (FOR ESCALATIONS ON ZENDESK SIDE-CONVERSATIONS WITH WITHINGS SUPPORT <support-healthsolutions@withings.com> ONLY):
    • Serial Number (D#)
    • Member's name
    • Phone Number
    • Mailing Address

The ticket will automatically be placed on hold until Withings replies back with the next steps.

Additional TS Checklist